Customer Experience Specialist - Melio

The role

You will provide support and guidance to small business owners, bookkeepers, and accountants using Xero and Melio. You will resolve queries across phone, email, and live chat to help customers manage accounts payable workflows.

What you will do

• Providing fast, high-quality support across phone, email, and live chat channels.
• Navigating case management systems such as Salesforce and Zendesk to capture details accurately.
• Assisting customers with accounts payable workflows, vendor payment features, and platform navigation.
• Escalating complex technical issues smoothly while keeping customers fully informed of progress.
• Troubleshoot complex issues and deliver clear, empathetic, and reliable support.
• Working towards productivity and quality goals.

Required qualifications

• Experience in a customer service environment working towards service levels and quality targets.
• Proven problem-solving skills with a thoughtful, diligent approach to resolving queries.
• Confidence in managing multi-channel communications, including phone, email, and concurrent live chat interactions.
• Technical proficiency with tools like Google Suite or Microsoft Office.
• Exposure to small business accounting platforms or CRM software such as Salesforce or Zendesk.
• Strong relationship-building skills grounded in empathy, active listening, and clear communication.
• Adaptability and a growth mindset that thrives in a fast-paced, high-change landscape.

About the company

You will join Xero's Customer Experience team while maintaining a dedicated focus on supporting US-based Melio customers and product workflows.